Senior Engineer - MS, Network

NTT DATA, Inc.; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

NTT DATA, Inc. is seeking a Networking Managed Services Engineer (L2) with 5-8 years of experience in networking and 2-3 years in SDN ACI. The candidate will provide operational support, proactively monitor IT infrastructure, manage incidents, and engage in change management processes. This on-site position requires strong communication skills and familiarity with ticketing tools like Service Now. Join our diverse team and contribute to making a positive impact on clients and society.

Qualifications

• 5-8 years of experience in networking.
• 2-3 years experience in SDN ACI.
• Moderate knowledge in ticketing tools like Service Now.

Responsibilities

• Proactively monitor work queues and resolve incidents/requests.
• Communicate with teams and clients for support.
• Lead client escalations for operational issues.
• Audit and analyze incident/request tickets for quality.

Skills

Networking

SDN ACI

Ticketing tools (Service Now)

Automation

Incident analysis

Education

Bachelor's degree in IT/Computing or equivalent work experience

CCNP or equivalent certification

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Networking Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity.

The Networking Managed Services Engineer (L2) may also contribute to / support on project work as and when required.

What You'll Be Doing

Key Responsibilities

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continues the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Coaches Service Desk and L1 teams for technical and behavioural skills.
• Establishes monitoring for client infrastructure.
• Identifies problems and errors before they impact a client’s service.
• Leads and manages all initial client escalation for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyzes incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• CCNP or equivalent certification.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

Required Experience

• Looking for 5yrs - 8yrs experience in networking.
• Minimum 2yrs - 3yrs in SDN ACI.
• Moderate level knowledge in ticketing tools preferably Service Now.

Workplace type

On-site Working

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.